Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
May 2025
Organisations are under growing pressure to deliver IT services that are not only reliable and scalable but also meet increasingly high user expectations. According to a customer support trends 2025 report by Cymphony, 75% of customers expect brands to offer 24/7 support. And nearly half of […]
May 2025
Over the past few years, I’ve had many conversations with friends and acquaintances spanning a wide range of industries, including the civil service, agencies, consultancies, and the private sector. Throughout these conversations, the topic of AI has come up time and time again, with work […]
May 2025
The reorganisation of local government is often seen as a logistical challenge rather than a transformative opportunity. Too often, restructuring efforts focus on administrative efficiency-consolidating multiple authorities into fewer, larger ones-without rethinking the fundamental way services are delivered. In all the chaos of ‘merging’ – […]
April 2025
For the past seven months, following a 15-year career in the professional sports industry, I’ve been diving into the world of the public sector through my role at Invuse. To be honest, I didn’t know what to expect—coming from the private sector, I was half-worried […]
April 2025
What if the most transformative workplace innovation wasn’t just about efficiency, but inclusion? Over a five-month pilot of Microsoft Copilot for M365 across a major UK government department, we tracked how 300 users adapted to the AI-powered platform. Twelve percent of these users identified as […]
April 2025
The Digital Leaders AI First Public Services Conference featured a packed agenda of speakers and thought leaders discussing the ethical considerations of AI and the opportunities it can bring to public services. As table hosts, Sopra Steria Next facilitated discussions on key concerns, including the risks of […]
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